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2.4gh wifi dropping

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7 REPLIES 7
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First Timer

After two months of tennis messaging with support I have given up on them.

 

2.4 g wifi keeps dropping and I am forever resetting the channel and rebooting the router.  My first experience with support I was told I had to many devices connected and should remove some.  After offering to send a copy of aTalk Talk ad claiming their router could manage over 50 devices she hung up.

 

Then I started the message tennis going through the same things time after time.  Even had an engineer round who just made some adjustments and because it started to work fine for a while he was happy to leave the defective router without changing.

 

Even more tennis messaging and I have now given up and bought a router, waiting for delivery as I type.

 

Just noticed a post on here with the same problem and low and behold someone called Debbie replied promptly offering a replacement.  Ive been trying for two months and finished up buying one off a well known internet site.

 

If the new router cures the problem as I'm sure it will, Ill be looking to being compensated for my troubles.

 

It must have cost them more than the price of two routers for the time and waisted visit of an engineer for a fault that I had established was the router from day one.

DW
Highlighted
Community Star

I will ask Debbie or one of her colleagues to consider your request, but the most likely cause of your problem is WiFi interference.

 

Slow speed, intermittent dropouts, breaks in the signal, or no signal on some or all devices, might be caused by Wi-Fi interference from other local networks, which can also lead to a permanent reduction in speed. No ISP can be responsible for your local environment, this is mainly a by-product of the popularity of Wi-Fi.

Generally speaking, the 2.4GHz band suffers much more from interference than the 5GHz band, but the 2.4GHz one can sometimes have a better range, but this all depends on your local area.

 

The next stage would involve sending out a guide to you to help you get me some important diagnostic results, so as I can analyse them for you and recommend changes to your router configuration to solve them.

I only send this out to people who request it.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Highlighted
Community Team - TT Staff

Hi DW190,

 

Can you please update your community profile to include your:

  • Name
  • Telephone number
  • Alternative contact number

We'll then look into this further. Please do not post this information on this thread Once you've updated your profile please post in your topic to confirm it's updated. 

 

Thanks

 

Highlighted
First Timer

Please send me the guide.  Ive got a new router but will try your guide before changing to it.

DW
Highlighted
Community Star

Please see my attached guide on Wi-Fi interference & initially look at the section called "Are you suffering from interference – prove it first". This section includes full details of Wi-Fi analysers that I recommend for Windows, Windows phone, Android and Apple operating systems. However, I have no way of testing the Apple product. Do not worry about interpreting the results, I will do that for you.

Please post the screenshots that I have requested in my guide (no photos please they can be difficult to read as text can get out of focus when zoomed), from the analyser you are using (also in my attached guide). Please ensure that the analyser window is maximised (if Windows) before taking the screenshots & upload them via the "Insert Photos" button on the post editor's toolbar as large images. If they are too small, I will not be able to read them & although I can enlarge them, this just puts the text out of focus. If you prefer PM them to me. If you do PM me, then please add a link in there to this thread, so as I can find it easily.

Keith
I am not employed by TalkTalk, I'm just a customer. If my post has fixed the issue, please mark it as the Best Answer.
OCE's and Community Stars - Who are they? 

Highlighted
Community Team - TT Staff

Thanks Keith 🙂

 

DW190 - Please let us know how you get on.

 

Thanks

 

Debbie

First Timer

Well, I tried everything possible in settings changes to the router and when I got the chance I changed the login details of the new router I bought to match the login of the old router.

 

New router connected to the phone line, powered on and hey presto.  Every device connected straight away and not dropped a connection for over a week now. (before, they were dropping every day).

 

Come to the conclusion that the technical support is not fit for the purpose and should be retrained in listening to customers who have some knowledge.

 

I have spent over five hours talking to tech support over the last six months.  On the first call I told them it was the router that was failing and only functioned correctly for a short period after resetting.

 

New router from the well known auction site solved the problem straight away.

 

Giving people without any knowledge a script to read from is useless.

 

Wonder if I will be compensated.

DW
Highlighted
Community Team - TT Staff

Hi DW190

 

I'm really sorry to hear this.

 

This would have been our next step to replace the router is the changing the wireless channels did not resolve this issue.

 

Thanks

 

Debbie